Support Service Desk Technician Ref. 743

IT
£20,000 - £23,000
Plus skills allowance of £2,100

Full time/Part time and flexible working patterns are available

Working hours will be Monday to Friday between 07:45 and 18:00


Supporting Enterprise IT Solutions

Want to work somewhere that’s a little bit different? Enjoy providing support to users? Want a better work life balance?

You’ll bring your previous customer service skills to provide support to users on a range of bespoke systems, ensuring issues are resolved in a timely manner and to the customers satisfaction.  No two days will be the same, one day you could be prioritising tasks for specialist teams to progress, the next you could be handling queries regarding an outage affecting a wide range of users.

What makes HMGCC different is that you’ll get involved in a diverse range of hardware and software products. Our IT department delivers a range of high-quality IT services using best practice, as recommended in the IT Infrastructure Library (ITIL).

The Service Desk provides a single point of contact for IT users and other government IT Service Desks across the UK. Part of a growing team, this role provides 1st and 2nd line technical support depending on skill set. Technicians monitor and record all support activity using service desk software and keep users up to date with progress.


More About You

You’ll already have:

• Experience of customer service, including a clear and courteous telephone manner
• Experience using MS Office
• An understanding and interest in IT

To strengthen your application, it would be beneficial if you have one or more of the following (but these are not essential):

• Knowledge of ITIL best practice
• Experience in call logging
• Experience of working to SLAs or OLAs within a support environment
• Experience in providing IT support


Your Personal Skills

You’ll be the type of person who:

• Plans and prioritises their own workload
• Communicates well with people at differing professional levels
• Works collaboratively within a team
• Is open to learning new things
• Explores a variety of options to generate solutions
• Manages customer expectations

 
Putting your skills to use

Using your diverse range of skills within the IT team, you will:

• Deliver a professional and consistent level of service that provides resolutions within agreed deadlines
• Work in accordance with the service desk and incident management policies, processes, procedures and work instructions
• Assess, diagnose and wherever possible, fix or provide a work around to maximise the service desk’s contribution to service call resolution
• Log, prioritise and assign service calls, escalate when appropriate and communicate progress to all relevant parties
• Record and disseminate accurate and comprehensive information to support 2nd and 3rd line support activity
• Assist with service desk documentation review and revision
• Work collaboratively with other service desk and support teams
• Provide regular and ad hoc information required for reporting
• Perform account administration tasks and system checks


What we Offer

Now that we’ve explained a bit about what you will we be doing, here’s what we can offer you:

• 25 days annual leave, rising to 30 after 5 years’ service
• 8 Bank Holiday days off in addition to your annual leave
• 2 ½ additional days leave (set dates through the year)
• Paid overtime or time off in lieu.  Your salary is for your contracted hours.  If you work more, and sometimes it’s needed, we believe you should be rewarded for that
• Training, this can be anything from a ½ day internal course to a distant learning degree.  If it’s relevant to your career, we will aim to support you
• A competitive pension scheme
• On site nursery (subject to availability)
• Free parking
• Free onsite gym, open 24 hours a day
• Affinity Groups – whether you are disabled, LGBTQ, from an Ethnic Minority or an ally, we provide an inclusive environment and support for everyone


About HMGCC


We’re HMGCC, Her Majesty’s Government Communications Centre. You may not have heard of us before. It’s OK, we’re used to it! That’s because our customers are other UK Government Departments. Using our collective expertise, we develop communication systems for our customers that are innovative, reliable and totally secure to protect national security at home and overseas.
 
We invest in our people, not only with training but also support throughout your career with us; to allow you to reach your full potential at work, as well as enjoy the work/life balance many aspire to.

To find out more about us and if we’re right for you, please click here.
 

Equal Opportunities


Inclusion & Diversity really matters to us. It's not just about numbers or visible differences.

HMGCC are committed to providing equal opportunities and encourage applications from candidates of all backgrounds, ethnicities, gender identities, sexual orientations, and those with disabilities or who are neurodiverse.

We’re not looking for any one type of person. We’re looking for talent from all different backgrounds to join our organisation, where we genuinely respect and value each other's differences, as well as our similarities. It makes us even better at what we do.

HMGCC is proud to hold the status of Disability Confident Employer. In line with this, we offer the Disability Confident - Offer of Interview. To find out more and how you can apply under this scheme, please click here.


Apply now


Discover more and apply but clicking ‘apply’ below.  

Our Recruitment Team will process your application once the role has closed and everyone will get a response.

Please note dependent on the recruitment requirements, we withhold the right to bring forward the closing date for this role from the original closing date.  

This Program / Vacancy is closed to applications.